Tenant makes a formal complaint to the landlord
You can only make a formal complaint if you have reported the original problem and are dissatisfied with the service you received in response. So make sure that you have told the landlord about the original problem. If you think that you might later want to ask us to help in getting your complaint resolved you will also need to check that your landlord is a member of our Scheme. This is because we can only consider complaints about member landlords. Familiarise yourself with your landlord’s complaints process. You may also find it helpful to use our free online training on resolving disputes.
Complete the landlord’s complaint form, or write or telephone it with your complaint. Keep a record of the complaint you made and when. Make a note of the date the landlord has to send you a response by.
If you do not get a response or the response you receive has not addressed your concerns contact the landlord to ask for an explanation and/or for your complaint to be escalated to the next stage.
Depending on the landlord’s procedure you may now be asked to go to a panel hearing. Make sure you send in all the documents you want the panel to consider and be clear what you are still dissatisfied with and what you want the landlord to do.
If you are still dissatisfied about any aspect of your complaint contact a designated person. Or if you prefer you can wait eight weeks and then contact the Ombudsman.
Completed your landlord's procedure? Go to Tenant contacts a designated person.